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~person:"Brock, Christian"
~person:"Fürst, Andreas"
~person:"Iglesias Argu͏̈elles, Víctor"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Beschwerdemanagement
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Complaint management
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Brock, Christian
Fürst, Andreas
Iglesias Argu͏̈elles, Víctor
Mattila, Anna S.
18
Grégoire, Yany
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
9
McColl-Kennedy, Janet R.
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Edvardsson, Bo
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Guchait, Priyanko
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Ro, Heejung
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MacQuilken, Lisa
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Svensson, Göran
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5
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Chebat, Jean-Charles
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Harun, Ahasan
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Meyer, Tracy
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Ozuem, Wilson
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Patterson, Paul G.
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Shin, Hyunju
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Sreejesh, S.
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Béal, Mathieu
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Larivière, Bart
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Journal of financial services marketing : JFSM
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Journal of service theory and practice : JSTP
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Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
Service business
11
(
2017
)
2
,
pp. 321-343
Persistent link: https://www.econbiz.de/10011732372
Saved in:
2
Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Iglesias Argu͏̈elles, Víctor
;
Varela-Neira, Conceptión
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 700-724
Persistent link: https://www.econbiz.de/10011392207
Saved in:
3
The effects of customer age and recovery strategies in a service failure setting
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of financial services marketing : JFSM
15
(
2010/11
)
1
,
pp. 32-48
Persistent link: https://www.econbiz.de/10009562579
Saved in:
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